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The user while going through Zoomcar’s typical customer journey needs to consume a lot of contextual information at different point in time during different phases in his entire journey. When we started looking at this problem we realised that at that point, the way of It took longer to select a car of a specific preference because carscould be only filtered by body type. Users had to face inconvenience because the features weren’t mentioned The Problem Incomplete booking, although saved on your account doesn't show up on the Mobile App. You have to access the desktop app to view them. I try to book car, amount debited but booking not confirmed. So i try to book again and this time its success, but after some time it shows previous booking success as well. Worst experience with Zoom car Calicut... no update after booking User 1 User 2 User 3 Google Play Reviews Design Thinking Approach EmphatisewithUser DefinetheProblem Ideate Prototype Test I believe design Thinking provides a solution-based approach to solving problems. It is a way of thinking and working as well as a collection of hands-on methods. Empathy - User Interview I started by conducting user interviews. Called up a few friends and asked if they have rented a car through the Zoomcar or any other app. I spoke to them and here are some quotes they mentioned: I could not find thecustomer care service for help. I wanted to know a few details about the car and wanted to ask them but I couldn't I didn't know whereto drop the carproperly and got charged extra for dropping late I did not have a properidea of the car andwanted to know it'sfeatures but theyweren't available soI had to google them Empathy - Personas Anwar Age : 20 Optimistic, Impatient. Optimistic, Patient. Pessimistic, Patient. Age : 25 Age : 45 Shabana Srinivas Loves to travel placesFrequently makes Trip Plans Loves to TravelTrip plans once in a Month Goes to business tripsTakes family to Weekend trips College Student Just started working Employee Persona is simply a representation of the most common target audience. It helps me standardise needs and get solutions faster. I think of it as a folder with your similar users. The folder has it’s own name, photo and brief description. Define - Goals Aimed to address multiple user pain points that a customer experiences during the entire lifecycle of his booking. Improve the user experience of the app and make it more seamless. The app should be simple to use and no user needed to learn a new pattern. Use UX Research methods to understand problems that users face on the app. Clean andAestheticDesign Users shouldunderstand the Zoomcar Procedure and get him comfortable with the entire booking process Ideation - Affinity Mapping and Wireframing Onboarding The onboarding process is a user's first impression of your app, and when designed correctly, increases the likelihood of successful adoption. When a user launches your app for the first time, the onboarding process reinforces your app's value and provides instructions that highlight key benefits and features. I personally like the current onboarding intro of the app. The illustration concept is very good. I've just tried this as an example The concept behind this design is that it looks like a wheel ofa car, where in the logo isinserted. And having used stockpictures brings a colorful look toit. City Selection The city selection has been changed a bit because the original design looked a bit dry and color lacking. So, I've adopted the picture embedding for detail and clean design for list. The city selection screen isn't just after onboarding, but also comes when they need to change the city anytime in the app. Home Screen Nav bar: This bottom navigation is extremely helpful for the users. They could switch between top-level pages in a single tap. The Thumb rule has been applied to the screen because the thumb has easy access on the center of the screen so I've placed the CTA and all actions there Offers are more of kept like a slideshow for better visiblity The main function of searching for a car is more prominent in the new design, the CTA stand bold and users know where to tap. Select City Here I placed all the components to the top of the screen, and map selection on bottom as the previous. Map selection need more finger action so placed in the thumb vicinity. Pick up and drop off location has been inserted for more clarity of customer Select City - Home Delivery and Airport Previous Screen I have made more change in the design than in the structure. Adopted a clean and aesthetic design Select Car Earlier, the CTA had no priority it was so tiny. That’s where you get conversions from and that’s where you want people to tap so, I made it big and bold. Added some features below the name of the car so the user knew what he could expect when the car arrives. Also added Instant date and time feature available above to make itflexible Features Added Card design Features & Filters I've added the View all Features take you to a page where you can see all the features of the car. This is to tailor the search results according to users needs. Initially, the user could only filter cars through Body Type. Checkout Just fabricated the designand not the structure because the structure is basic. My Trips and Help Takeaway Navbar option enabled This page shows you current, future and past bookings that user made through the app. It was also to be designed as instant source of information & interaction point for booked Almost all the user I spoke to complained about the difficulties of getting in touch with customer care and the solution was unresolved. Hence, I made the contact number prominent on this page so Usability tests should be a part of mid to large size projects and should be a regular in organizations. Understanding user needs should be the prime focus and solutions should not be based on assumptions. Through user research, I understood that each user has different needs and requirements and you have to find common patterns. These patterns will help you to solve the problem at hand. A streamlined process like design thinking process helps in the creation of a good product that is functional and user friendly. The most important goal of a research is to prioritise problems and solutions. Each one can water down your ability to focus on most important goals. Redesign Concept - ZoomCar App